Sherri, the director of sales is the rudest person I have ever met. I called the front desk to ask about something, she answered the phone. Apparetnly, she wasnt happy covering the desk. As a former Hilton manager for years. I honeslty dont understand how someone liker her could work in the hospitality field and go all the way up to director? She hung up on me. I thought we got disconneced cause there is no way she would hang up on me when I am just asking a simple question, it rung, she picked up and hung up again right away without even answering. I would like to see her reaction when this goes on the SALT results. I am an assistant general manager at an IHG hotel and I would never hang up on anyone unless they were literally cursing me out and I had asked them a couple of times to calm down and they wont, then I would have the right to hang up. But to do what she did, is just plain rudeness and she is not worthy of the job she has right now. People come to hotels to escape their busy lives, to relax and enjoy, to get pampered, to find their needs met before they even ask for it not to get hung up on. This hotel is rated 10 out of 12 hotels in the area. Now you now why. Please choose the people you hire especially if you are representing Hilton. I would be more than happy to provide my phone number privately if you would like to confirm this incident from the phone records. Thank you!

So we got here Friday evening and check in was fine. Then we got upstairs and it was instantly humid in the hallways but we tried to ignore because we had ac in the room. The room was clean but there was nowhere to put our luggage. My mom came here for family but also business and could not use her WiFi. We asked about the WiFi several times and was told they had someone working on it Friday, then Saturday, now Sunday. I asked for a late check out because of the amenities inconvenience I was told the WiFi was “Hilton’s issue not ours” and late check out would be a charge. Every other hotel is 12p for check out. Also the two times our rooms were cleaned there was blonde straight hair found, room half cleaned, and no replacement of what we use. Our phone was offline the ENTIRE STAY. So we had to use the app which wasn’t working the best. When people come to stay they pay to have amenities not to be told there’s nothing you can do or expect for us to use our networks which barely worked in the hotel. Staying with Marriott is the best way because we get taken care of better. We expected more from Hilton and we hate that this has dampened our view.

I recommended this hotel for its lively location near HEB, Walmart, and restaurants, but the management was HORRIBLE. Room phone didn't work, and front desk staff gave dismissive 'it'll be fixed tomorrow' responses. WiFi was also down (they were working from the hotel!) and wasn't fixed in 5 days. Not good for international guests without local sims. Would've been better off at Hilton Garden which is another parking lot. Bad service, dirty rooms and very bad breakfast. Please dont be fooled by the location or look if this hotel?

I wanted to highlight Adam, the evening front desk concierge. Even though it was only his first week on the job, he carried himself like a true professional. He greeted us with a genuine smile, was friendly, welcoming and attentive. It’s clear he takes pride in his work and cares about the guest experience. Adam is a wonderful addition to the team, and his positive attitude really stood out.

Hotel is very clean and rooms are spacious and clean . The area is also very accessible and safe. however service is lacking for example our room did not have shampoo and body wash which we have to ask. Breakfast was good but the service of refilling is very slow.

Do yourself a favor and pick an odd room. Then you are looking out at green space behind the hotel instead of the road and restaurant. Great location to get to many things quickly. Rooms are great, breakfast is good and the staff is awesome! Great quality for the price. I've stayed here 40 plus nights this year.

Interesting experience from Hilton Hotels. We checked in today (11/14) through the app. The room was assigned with no towels, toilet paper holder broken, no toilet papers, no shower gel. They couldn't fix the toilet paper holder, and that is understandable. Instead of shower gel, we got 4 small bar soaps and stated the Hampton Inn is out of shower gels. Isn't that interesting ? Very bad experience and will think twice before using Hampton Inns.

Avoid this place and go to any other hotel in town. There are several good places in the Houston Sugarland area. First we checked in October 31 for a two day stay and the person who checked us in assured us we were good for 3 days as we had a separate reservation for a 3rd day. Nobody acknowledged us as loyal Hilton honors members, offered us no water or asked us if we needed anything. The room did not have a working telephone or TV, the sink was missing a stopper and when told about these issues the next person at reception said someone will come fix it. Today is the 3rd day and nothing has been done/ To top it all off, nobody responded to my chat or telephone calls made to reception with our cell phone. When I went down to reception today, I was told to vacate the room because the receptionist said we did not pay for the 3rd day. When I told her I had already checked in on the app, she said the hotel was only holding the room for us and I would have to pay anyway. Also, after an hour after I got my key card validated once again a strange lady walked in our room not realizing that we were in it. We have very expensive jewelry and clothes here as we are attending a wedding. I told her I that the first person at reception had told me it would be seamless with our two reservations and we would not have to leave our room, she said that’s not possible and when I said I would complain to upper management she said go ahead it does not affect my pay, I’m only part-time. Appalling behavior from a customer service oriented perspective. I am considering suing Hilton and if I have to move out today, I don’t even want my money back but also compensation for all the hassle this place has put me through. Worst experience ever! This is the worst experience I have had with a Hilton property.

I always put positive reviews when a hotel accommodates us with no issues. Even if there are minor issues. This hotel don’t even deserve one star!! We got to this hotel at 4:30pm to check in the rooms were not cleaned yet. (Rooms suppose to be ready at 3pm for check in) We had an event at 6 so asked if we could come back after the event to check in. They said yes, we have until 4 AM. Went to the event came back at 10 PM and they had no more queen suites available. They gave our room away. Along with another family that was standing behind us. They were going to move us to a king suite. Okay, we said no problem. They then couldn’t figure out their system how to move us to the other room. The lady behind the desk tried numerous times to call her boss that didn’t answer the phone. She finally got a hold of someone else that was extremely rude on the phone and started arguing with me even over the phone. They couldn’t figure out how to charge us an additional $20 for the cleaning. (Yes they charge $20 more once you arrive to the property) They finally charged our card and then said they still couldn’t change the reservation because we booked with Expedia. So instead of just giving up the $20 when they had already messed up our booking all they told us is next time go straight through Hilton and don’t go through Expedia. They blame it on Expedia for overbooking the rooms. Mind you, we had two little ones with us and had to drive 4 1/2 hours back home because they could not accommodate us. Nor were they willing to try. I could maybe understand if we showed up at 10pm and tried to check in. But like I said we showed up at 4:30 when they had rooms available, but the rooms were not clean. The absolute worst experience I’ve had in 50 years with any hotel.

Our stay was good. The only issue we had was there was no service to our TV in our room. The service seems spotty. It also occurred in the breakfast area as we ate breakfast. Other than that, it was a good stay.